Virtual Agent for HRSD - how to trigger "Ask a question" topic

[peter_repan]

Hi all,

one of the topics from "HRSD Virtual Agent Conversations" is "Ask a question", however I'm struggling to find a way how to trigger the topic. 

The condition in "Topic Properties" page is checking if case_sys_id or task_sys_id  exist, but have no clue from where are these variables populated. 

Does anybody know how can I trigger "Ask a question" topic? Even if I activate it, I cannot see in under topics in Virtual Agent in portal. 

[Victor Chen]

To your point, if the context variable for Case or Task is blank, the topic isn't visible. But you can still activate it by typing "ask a question" in Virtual Agent. 

[peter_repan]

Hi @Victor Chen ,

thank you for reply but it does not work. As you said, when variables are empty, no topic is visible and typing "ask a question" won't help. 

And if I comment the scripted condition, then the topic fails during the processing because the variables are missing. 

I'm really disappointed that ServiceNow does not offer any guidance / documentation for out of the box conversations. 

My question is still valid: How are case_sys_id or task_sys_id variables populated?